At Lumarise Therapies & Wellbeing, I am committed to providing a safe, respectful, confidential and professional service. The following information explains the standards and boundaries that apply when accessing my services.

Professional Registration, DBS & Insurance

I am a qualified physiotherapist with over 13 years of clinical experience and am registered with the Health and Care Professions Council (HCPC).

I hold an Enhanced DBS certificate and appropriate professional and public liability insurance for the services I provide.

My HCPC registration relates specifically to my physiotherapy practice. My other services are supported by relevant professional training and insurance.

Confidentiality

Information shared during individual appointments is treated sensitively and confidentially.

Confidentiality may need to be broken if:

• There is a serious risk of harm to you or another person

• A child or vulnerable adult may be at risk

• Disclosure is required by law

• Information is required as part of a legal or professional process

Wherever it is safe and appropriate to do so, I will discuss this with you before sharing information.

When working with children, appropriate feedback may be shared with their parent or carer while also respecting the child’s privacy and helping them feel that the therapeutic space is safe.

Data Protection & Privacy

Personal information is collected and processed only where it is needed to provide services safely, communicate with clients, manage bookings and payments, meet professional

responsibilities and comply with legal obligations.

Records are stored securely and are not shared without an appropriate reason, such as your consent or a safeguarding, professional or legal requirement.

Please see the separate Lumarise Privacy Notice for full information about:

• The personal information collected

• How and why it is used

• The lawful basis for processing it

• How information is stored

• How long records are retained

• Organisations used to help provide services

• Your data-protection rights

• How to raise a concern

ICO registration reference: ZC003129

Communication & Working Hours

Communication is welcome by email, telephone or the agreed method of contact.

Messages are read and responded to during my normal working hours. I aim to respond as soon as reasonably possible, but replies may take up to two working days.

Messages received during evenings, weekends, holidays or periods of annual leave may not be answered until I return to work.

Lumarise does not provide an emergency or crisis service, and messages are not monitored continuously. If you or someone else is in immediate danger, call 999. For urgent medical advice, contact NHS 111, your GP or the appropriate healthcare service.

To protect confidentiality and professional boundaries, detailed therapeutic or clinical support cannot normally be provided through text messages, email or social media outside an arranged appointment.

Consent

Valid consent will be obtained before any assessment, treatment or wellbeing session begins.

You will be given suitable information about the proposed service and an opportunity to ask questions. You may decline, pause or withdraw consent at any point.

Consent is an ongoing process and will be checked throughout your involvement with Lumarise.

Children & Young People

Written consent from a parent or person with parental responsibility will normally be required before a child begins an individual service or programme.

The child’s own willingness and assent are also important. Activities will not be forced if a child is uncomfortable or does not wish to participate.

Relevant health, developmental, communication, sensory and safeguarding information should be shared before the first session so that suitable support and reasonable adjustments can be considered.

For group sessions delivered through a school, nursery or other organisation, consent and safeguarding arrangements will be agreed with the setting.

Safeguarding

The safety and wellbeing of children and vulnerable adults are a priority.

Any safeguarding concern will be taken seriously, recorded appropriately and, where

necessary, shared with the relevant safeguarding lead, local authority or emergency service.

Only information that is necessary and relevant will be shared.

Professional Boundaries

All relationships with clients are maintained within appropriate professional boundaries.

Appointments begin and end at the agreed times. Communication outside sessions should relate to bookings, practical arrangements or agreed therapeutic or rehabilitation support.

I reserve the right to pause or end a service if professional boundaries are repeatedly disregarded, if the service is no longer appropriate or if continuing would present a safety concern.

Where possible, this will be discussed openly and alternative support or signposting considered.

Scope of Practice & Referrals

I work within the limits of my qualifications, professional competence and insurance.

If your needs fall outside my scope of practice, or another service would be more appropriate, I will explain this and may recommend that you contact your GP or another suitably qualified professional.

Hypnotherapy, Reiki, past-life regression, yoga and wellbeing services are complementary approaches and do not replace medical, psychological or psychiatric assessment or treatment.

Safety & Health Information

You are responsible for providing accurate and relevant information about your health, medication, allergies, injuries and any changes that may affect your participation.

Activities and treatments will be adapted where reasonably possible. However, a session may need to be changed, postponed or declined if I believe it may not be safe or appropriate to continue.

Inclusion & Respect

Lumarise aims to provide an inclusive, compassionate and respectful environment.

Clients and participants will be treated fairly and with dignity regardless of age, disability, race, religion or belief, sex, sexual orientation, gender reassignment, marriage or civil partnership, pregnancy or maternity.

Please let me know about any communication, mobility, sensory or other adjustments that may help you or your child participate comfortably.

Abusive, threatening, discriminatory or inappropriate behaviour will not be accepted.

Payments, Cancellations & Missed Appointments

Payment can be made by BACS bank transfer, cash or securely online through Stripe.

Individual appointments should be paid for in advance to secure the booking unless otherwise agreed. Payment arrangements for groups and organisations will be confirmed when booking.

Payment plans are available for selected multi-session programmes. The £280 Children’s Personalised Wellbeing Programme can be paid in full or divided into four payments of £70, with each payment made before the relevant session.

Children’s yoga classes are booked and paid for in half-termly blocks.

Please provide at least 48 hours’ notice if you need to cancel or rearrange an appointment.

Appointments cancelled with less than 48 hours’ notice may be charged at the full session fee. I appreciate that emergencies and unexpected circumstances can arise, and discretion will be used where appropriate.

If I need to cancel an appointment, you will be offered an alternative date or a full refund of any payment already made.

Complaints & Feedback

I welcome feedback and aim to address any concern fairly, sensitively and promptly. If you are unhappy with any aspect of your experience, please contact me in the first instance:

Isabella Starkey-Rodgers

Lumarise Therapies & Wellbeing

Email: therapy@lumarise.co.uk

Telephone: 07984 753 140

Your concern will be acknowledged, reviewed and responded to as soon as reasonably possible. Raising a concern will not adversely affect the care or service you receive.

A copy of the full complaints procedure is available upon request.

Policy Availability & Review

More detailed policies, including safeguarding, complaints and health and safety, are available upon request.

Please see the separate Lumarise Privacy Notice for information about how personal information is collected, used, stored and protected.

These policies are reviewed regularly and updated when legal, professional or operational requirements change.

Last reviewed: September 2026